Customer perceptions of e‐service quality in online shopping

Abstract

Purpose -This paper develops a research model to examine the relationship among e-service quality dimensions and overall service quality, customer satisfaction and purchase intentions. Design/methodology/approach -Data from a survey of 297 online consumers were used to test the research model. Confirmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modelling technique was used to test the research model. Findings -The analytical results showed that the dimensions of web site design, reliability, responsiveness, and trust affect overall service quality and customer satisfaction. Moreover, the latter in turn are significantly related to customer purchase intentions. However, the personalization dimension is not significantly related to overall service quality and customer satisfaction. Research limitations/implications -Future research can use different methodologies, such as longitudinal studies, focus groups and interviews, to examine the relationship between service quality and customer purchase behaviour in online shopping contexts.Practical implications -This study suggests that to enhance customer purchase intentions, online stores should develop marketing strategies to better address the trustworthiness, reliability, and responsiveness of web-based services. Online stores can devote valuable corporate resources to the important e-service quality attributes identified by this study. Originality/value -This study developed the instrument dimensions of e-service quality by modifying the SERVQUAL model to consider online shopping context. Moreover, the results of this study provide a valuable reference for managers of online stores, as well as for researchers interested in internet marketing.

E‐Government Service Quality: A Qualitative Evaluation in the Case of Saudi Arabia

“…Similarly, performance, features, structure, aesthetics, reliability, serviceability, security and system integrity, trust, responsiveness, service differentiation and customization, web store police, reputation, assurance and empathy were the range of elements offered by Madu and Madu (2002) for assessing web site design. Thus there are a variety of e-service quality dimensions that may have a significant impact on online users' perceptions of quality (Lee and Lin 2005;Alanezi et al 2010). …”

“…The concept of e-service quality is derived from that of quality of traditional services, and eservice quality can be the key important factor for online organizations with many online organizations failing due to inadequacy in that regard (Vidgen and Barnes 2002;Kim et al 2009). Collier and Bienstock (2006) conceptualized e-service quality as users' perceptions of the outcome of the service delivery and included service recovery perceptions in the event of service failure; e-service quality is recognized as a significant online factor (Santos 2003;Lee and Lin 2005;Li and Suomi 2009). Quality e-services can provide competitive advantage online by improving organizational performance and clients' satisfaction (Santos 2003).…”

Customer’s Adoption of Mobile-Commerce A Study on Emerging Economy

“…Not enough is known regarding how customers perceive and evaluate electronically delivered services. Lee and Lin [10] have also recently highlighted the need for further research to measure the influence of e-service on customer-perceived service quality and satisfaction [1]. This study considers the five factors perceived usefulness, perceived ease of use, subjective norm, consumer awareness about mobile banking and perceived risks associated with mobile banking.…”

“…Customer satisfaction and customer retention are increasingly developing into key success factors in e-banking [2]. Technology, in particular, has been increasingly employed in service organizations to enhance customer service quality and delivery, reduce costs, and standardize core service offerings [1], [9][10][11]. Mobile banking service allows customers to manage their accounts with ease.…”

Online Retailing: Purchasing Behaviour of Croatian Consumers

“…As regards the effects of consumers' perception of online retailers' ethical behaviour on consumer purchase and revisit intentions it was found that perceived ethics of an Internet retailer's website significantly affected consumers' trust and attitudes to the retailer's website that eventually had positive impacts on purchase and revisit intentions (Limbu et al, 2012). Furthermore, to enhance customer purchase intentions, online stores should develop marketing strategies to better address the trustworthiness, reliability, and responsiveness of web-based services (Lee & Lin, 2005).…”